Although airlines always strive to improve customer satisfaction as one of their key priorities, there are many factors that lead to having a discontent passenger. It often becomes challenging for travel organizations to identify elements causing customer displeasure and discontent. Organizations must ensure that they are able to curb this dissatisfaction in order to improve customer loyalty.

IGT’s Dissatisfaction to Delight solution gives you better insight into customer behavior, satisfaction enablers and provides a consistent approach to handle complaints across all customer touchpoints. Our suite of services include Customer Service , Baggage Helpdesk, Loyalty Programs, Rebooking & Notification , CRM and Helpdesk .

Data to Decision Services includes, data collected from:

• Customer Relationship Management
• Business Intelligence
• Level 1 and Level 2 Helpdesk
• Customer Service
• Baggage Helpdesk
• Loyalty Programs
• Rebooking & Notification

• Improvement in customer satisfaction scores by 30% in year 1
• Reduce cost of operations through 20% YOY reduction in Average Handle Time
• Seamless management of seasonal peaks without any drop in Customer Satisfaction
metrics
• Additional savings of USD 10 Mn as DBCs (Denied boarding compensation)
• Increased customer loyalty and delight
• Productivity gains of over USD 80,000 annually passed on to the airlines
• Revenue Retention (rebooking on same airline or within the airline partner group) for the airline at 95%
• Consistent 98% and above quality levels